Connected but TV just buffers

[#1]

We’ve been with Plusnet 1 month, we have fibre but most nights between 8-10 - prime TV streaming, it’s just non existent, to the point I have to tether my phone to the TV instead to stream TV channels, despite numerous reboots of the router and TV this happens repeatedly, less than impressed with Plusnet so far and will be looking to exit the contract soon.

During the day however it’s absolutely fine, does anyone else experience this ? Or have a solution ?

Thanks.

[#2]

Which version of fibre do you have?

[#3]

300mb fttp

[#4]

What have Plusnet support told you?

[#5]

Moderators Note

This topic has been moved from Broadband to  Full Fibre

[#6]

@Sam1986   Welcome to the Plusnet Community Fora.

Is your router connected to your TV using an Ethernet cable or over a wireless link? I ask because this sounds like a wireless problem. Have you tried rebooting the router during periods when you are having buffering?

[#7]

Hi, it’s wireless, wireless works fine on phones and during the day working from home, the TV seems to be the issue?

[#8]

Welcome to the Community, @Sam1986.

If you haven't already I'd definitely recommend trying the reset on your Hub like @Baldrick1 has mentioned here. 

Once you've given that a try, if you're still having issues there are a few more steps you can try on our help page here, and if needs be details on how you can log this as a fault with our team.

Peter

[#9]

@Sam1986 

TV streaming takes much more bandwidth than phones and potentially working from home. Have you tried a speedtest on a computer located next to the TV? Try it and report back.

Have you  checked your download speed with a computer connected to your router via an Ethernet cable? If so, what is it and how does it compare with the minimum guaranteed speed quoted in your contract? If you are exceeding the MGS then there’s no point in reporting a fault. 
The reason that I suggest a reboot is when you are having problems is that you may have poor wireless performance due to co channel interference with a neighbour’s WiFi and a reboot might trigger your router to change channel.

[#10]

Hi,

I’ve had to ring up twice over the weekend, I’m being sent a new router, we have to reset it everyday to get anywhere with the TV streaming, last night however was the worst yet, the reboot didn’t do any good at all.

Very frustrating….

[#11]

New router arrived today, same issue, so will be back on with support tomorrow, also speed is well below the expected 165mb…

[#12]

So it’s now Saturday evening, after a couple of good days, the TV or Roku box will not connect to the WiFi, it doesn’t even bring it up as an option to connect, spent half an hour resetting etc -

Complaint going in…

[#13]

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@Sam1986 wrote:

... the TV or Roku box will not connect to the WiFi ...
Complaint going in…

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Good luck with that 

WiFi is not the ISPs responsibility.

[#14]

It’s the router - I changed the channel from Smart to Channel 1 and the TV hasn’t failed since…

Very unimpressed though, never had this issue with any other provider not great you get locked in for 2 years either.

[#15]

@Sam1986 It is NOT the router - as such - it is more that the 'Smart' function, as on a number of routers - is not that 'smart' and will select a congested channel which it is reluctant to give up.